NICE inContact
MAY 9, 2017
As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. Your IVR isn’t done, ever… period.
Vonage
MARCH 28, 2019
It’s called Interactive Voice Response (IVR), and the vast majority of companies are using it – but they’re using it to cut costs, not to enhance the customer experience. In 2016, Bain & Co. Learn more in the Guide: How to End IVR Horrors. So what role is IVR really playing?
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Contact Center Pipeline
JANUARY 22, 2020
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].
CX Global Media
JUNE 27, 2017
In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016. Fraud in call centers increased by 113% in 2016. In 2016, that number jumped to 1 in 937, an increase of 113%. Risk points exist in your IVR and all of your agent touchpoints.
Aspect
MARCH 12, 2018
Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. Because IVRs suck, well at least the way they’re implemented sucks. They don’t.
Callminer
DECEMBER 17, 2019
A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” ” – E.
Aspect
DECEMBER 27, 2017
2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Let’s have a look.
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